Place an order directly at the kiosk by using the touchscreen located on the left side of the MealMate or use the mobile App for either iOS or Android. At the kiosk's screen, browse the menu, select your meal, and pay — the kiosk will prepare it within minutes. During the ordering process, it is highly recommended to answer the prompt and input your name, so you can easily identify your order at pickup. The order confirmation screen shows your Order Number, QR code (leading to the webpage with your order details), and a PIN code for pickup. Take a picture or remember your order information if you do not wish to input your name.

Download the Primepick App for iOS or Android, create your account, and select the preferred MealMate location. Browse the menu, choose your meal, and pay in the App. You'll be redirected to the order screen, where you can view your order status, access your pickup QR code, and track updates.

No. At this time, orders can only be placed using the mobile App and physically at the kiosk's ordering screen. The browser-based interface will be available in early 2026.

Yes. Using Primepick mobile App, you can select a particular time slot to pick up your order. On your phone, your order will show a countdown timer or a pickup time. You will be able to use your QR code or a PIN code, displayed within your App at pickup. Kindly note: pre-orders are not available on the kiosk screen.

You can. As a practical tip, the kiosk can prepare 3 meals simultaneously. Thus, when placing an order at the kiosk, your fastest, 5-minute ETA will be for the order of 1 to 3 meals. You can, however, order as many meals as you'd like. In case you preorder for a future timeslot, it is best to keep your one-time order to less than 20 meals.

Orders placed at the kiosk (HMI): Meals are released automatically once ready. The pickup screen will show your order status under "Preparing" and then direct you to the correct dispenser. No QR code or PIN is required.

Orders placed through the Mobile App: When your order is ready, go to the kiosk's pickup screen and either scan your QR code or enter your PIN. The screen will then indicate which dispenser will release your meal.

Your mobile App and the kiosk pickup screen provide the status of your order:
- Preparing — your meal is being heated; the screen will also show the order number and its timer.
- Ready — your meal is ready for pickup.
- Dispensing — your meal is being released into one of the dispensers.

Orders placed at the kiosk: Your meal will stay within the dispenser's pickup compartment for 2 minutes. If you do not pick up within that timeframe, your meal will be discarded and will not be refundable. So, don't wander off too far from the kiosk. If you feel you may need more time to pick up, it is best to preorder, as preordered meals will await your arrival significantly longer.

Orders placed in App for a particular time: Your meal will wait for your arrival for 30 minutes from the time of order readiness. If you do not pick up within that timeframe, your meal will be discarded and will not be refundable.

Orders placed directly at the machine cannot be canceled or changed once placed. Orders placed in App for a future time slot can be cancelled or changed until 30 minutes prior to the previously requested pickup time.

We are very sorry you are having an issue that you believe warrants a refund. We take this type of request seriously. Report the issue using the mobile app or by emailing support@primepick.com. Be sure to include a description and any photos. We'll review it quickly and get back to you with a resolution. If approved, your refund will be issued to your original payment method.
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Please note: Refunds are not available for meals that were not picked up within the allotted time.

Orders placed directly at the machine cannot be canceled or changed once placed. Orders placed in App for a future time slot can be cancelled or changed until 30 minutes prior to the previously requested pickup time.

Use the Mobile App for a scheduled order. Although the MealMate can handle the preparation of three simultaneous meals, lunchtime rush can create heightened demand at the kiosk. We recommend installing the mobile App to take advantage of the scheduling function. Don't worry if you can't get to the kiosk right away — MealMate will keep your order warm and ready for up to 30 minutes.

Wait a few seconds. If the touch screen remains unresponsive, use the mobile App to make sure your order did not go through. If your order was placed and the mobile App displays that your meal is being prepared, wait for your meal to be dispensed. If the order was placed, however the App does not show any progress status for your meal, kindly report the issue in the mobile App by tapping Help → Submit a Ticket with a description. You will be contacted shortly with a resolution.

It is highly unlikely, because each food tray comes out inserted into an undertray. We recommend you pick up your meal by squeezing the undertray on both sides with your fingers. The undertray is made from environmentally friendly sugar cane material, and it feels cool to touch.

We do not recommend that. We recommend that our meals are consumed promptly after being dispensed.

Yes! We'd love to hear your ideas for new meals or taste improvements. Kindly share your feedback or preferences with our support team at support@primepick.com.

No. You are not required to register if the order is placed physically at the kiosk. To place your order using the mobile App, you must have an account. The mobile App will help you pre-order for a particular time slot(s), have order history, and access promotions.

Check your phone number and internet connection in the app, then tap Resend Code. If it still doesn't work, email support@primepick.com.

Contact our Support: support@primepick.com. After identity verification, we'll update your account with a new number.

In the mobile app, go to Profile → Settings.

In the mobile App, go to Profile → Payment Methods. At the kiosk's screen, just tap/insert/swipe your credit/debit card or use your phone with Apple Pay or Google Pay. Meal Point method of payment appears automatically where supported.

Visa, Mastercard, Amex, Discover, Apple Pay, Google Pay, and (where available) Meal Points. Payment options are shown in the mobile App and on the kiosk's screen at checkout.

In the Mobile app, under Profile → Notifications. Some on-screen prompts may also appear during checkout.

Your food is safe. All meals are prepared by certified and reputable producers. The utmost safety at the food production facilities is complimented by an appropriate cold chain, which means the meals are stored and transported according to the strict temperature regulations. The kiosks are NSF certified, which involves having temperature sensing, control, and invoking kiosk lock-down procedures in case temperature rises above the established temperature limits.

Yes. Our kiosks are UL/ETL/NSF certified and, upon installation, we make sure they meet the local health regulations. The labels attached to our kiosks attest to their safety compliance.

You can review the ingredients, allergens, and nutrition information displayed on the mobile App and the kiosk screen prior to your order. In case you forgot to do that, the meal label will contain the same information.

Milk, eggs, fish, shellfish, tree nuts, peanuts, wheat, soy, and sesame. All FDA-regulated allergens are listed within the mobile App, on our kiosk screens, and individual meal labels. You can also use the allergen filters to hide meals that don't fit your needs, so only safe options appear on the screen.

Every meal has a product information page on the mobile App and the kiosk screen with detailed nutrition, calorie, daily value, and allergen information prior to the order. If you miss or forget to review it, the same details are also printed on the meal label.

We offer a variety of vegetarian and gluten-free choices. Vegan meals aren't available yet, but we plan to add them in the future.

Yes. Our tray and its components are microwave safe. We have the appropriate certifications on record.

We used real meals hosted within the kiosk during the photoshoot. As a practical tip, although it is up to your individual preference, some meals are best if stirred after dispensing. You will have to figure that out.

We do not recommend that. We recommend that our meals are consumed promptly after being dispensed.

Regularly, often monthly or seasonally. Updated menu items appear in the app and on kiosk screens.

Menus update regularly with new and seasonal items.

We offer a variety of vegetarian and gluten-free choices. Vegan meals aren't available yet, but we plan to add them in the future.

Yes. Our tray and its components are microwave safe. We have the appropriate certifications on record.

We used real meals hosted within the kiosk during the photoshoot. As a practical tip, although it is up to your individual preference, some meals are best if stirred after dispensing. You will have to figure that out.

We do not recommend that. We recommend that our meals are consumed promptly after being dispensed.

Regularly, often monthly or seasonally. Updated menu items appear in the app and on kiosk screens.

Menus update regularly with new and seasonal items.